Good Business Practice

Recently I have been hearing a knocking sound coming from the back of my vehicle. Even though I pretended it was a normal vehicle sound, I knew it wasn't. I want to clarify something, I absolutely "HATE" dealing with anything related to a vehicle. Even a simple oil change is something that sucks the life out of me, and all I do is show up at the dealership. But as a responsible vehicle owner I knew I had to deal with the current noise, it was not going away on its own. 

I had taken considerable time to think of where I would go to get my vehicle repaired. I had decided to move away from the dealership. Getting an appointment there is as hard as getting a doctor appointment. I always want to support small business and so I made my choice of a family-owned shop. Years ago, when I had a car, I took it to this shop. At that time, they had a female mechanic, and I liked that. Any woman that knows more about a vehicle than make, model, license plate and color, is someone I want working on my car. 

Monday morning at 8:10, I am bravely hanging over the counter to plead my case. The place was already rocking with activity, and my guy, who is also the owner was just wrapping up a call. He asked me how he could help me, and I explained, I had a noise what I would describe as a knock in the back right hand side. It sounded like it was coming from the wheel. I shared make, type of vehicle, year and kms without even being asked. I had done my homework. There was little reaction, so I added, "does that make sense". I threw in that I needed it for a road trip in 10 days. He laughed, I questioned him if that was a good laugh or a bad laugh, which he didn't answer. 

He said to his next in command, I am going for a drive with this lady. So, off we went, of course, no noises as we were on our joy ride. Then he took it into a parking lot and began to do turns. Right off the bat "said sound" made itself known, only when turning to the right. Nothing from the left. He confirmed that it was coming from my wheel. Phew, I was so relieved I had it right, it wasn't a test, but I wanted him to know I had a small idea of how a vehicle should sound. I said to him, "is it safe for me to drive it?". His reply was, "I don't know but I will in a minute". He pulled it up at the door of the garage, honked the horn, the door came open and in he drove. He directed his staff to put it up on the lift and at that point I was gone to the waiting area. Shortly, he called me to show me some things under the vehicle. I have never been under a vehicle on a lift. Bless his heart for doing this, I could see the wear and tear he was showing me and for him it was important that I understood the issues. The bottom line is, I am safe to drive my vehicle. The arm and bushings need to be replaced at some point but no rush. We have decided I will do it in the fall. He said, "we aren't here to take your money, when it isn't necessary". I wanted to pay for the half hour he spent helping me and he waved me off. He simply said, "I just wanted to make sure you were safe".

So, my mission in life is to promote this repair shop. I love good business practices and clearly this place believes in good customer service. I liked the part that the owner, who may not be fixing vehicles, knew his way around fixing them. I have always believed that the person at the top should be able to do every job that is under them. That was happening before my eyes.   

This shop is family owned; they want and need people to come back. Having customers like me spread the word is the best advertising you can ever have. I do believe good customer service is important to them. They do the best job they can. The business appeared extremely busy in the tiny shop, which to me is a sign of a good place to go.  

I have to admit, I thought good service was a thing of the past. This experience breathed life back into me. It has also made me have expectations once again. I know it is possible to do the best job you can. What a better world it would be if everyone did just that every day, their best.